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Guest Service Representative

2 months ago

Carlsbad, United States Grand Pacific Resorts Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Grand Pacific Resorts. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Register guests into the computer, verifying reservation, address, and credit card information.
  • Promote the Hilton HHONORS Program and provide recognition and benefits to all present members.
  • Input all guest requests into GPX to ensure completion and confirmation calls to guests.
  • Attend Buzz sessions to stay informed about daily activities, VIPs, group/conferences, special requests, and scheduled shuttles.
  • Knowledgeable of all special promotions for all hotel outlets and accommodations.
  • Recognition of repeat guests and familiarization of corporate accounts.
  • Correctly handling cash transactions and balancing a cash drawer to the given amount.
  • Offering upgrades to coastal and suites when available.
  • Assisting in the Marketplace for the sale of merchandise, food, and beverage, and Starbucks coffee drinks.
  • Informing and selling attraction tickets and referring guests to the activities desk.
  • Maintaining Lobby cleanliness and organization.
  • Correctly processing all check-outs by ensuring all billing is set up and guest folios are paid.
  • Accepting payment for guests' accounts both at the time of registration and at check-out.
  • Maintaining a house bank and making a deposit and accurate report of receipts daily.
  • Cashing checks and exchanging currency for guests.
  • Issuing keys to and controlling entrance of safety deposit boxes.
  • Posting miscellaneous charges as requested.
  • Attending all scheduled training, departmental, and hotel meetings and activities.
Requirements
  • High school or equivalent education required.
  • One to two years in a customer service position required.
  • Preferable one-year experience in a front desk position.
Working Conditions

Most work tasks are performed indoors with moderate temperatures. Must be able to stand for periods of up to 4 hours in length and a total of eight hours a day. Must be able to exert well-paced ability to reach other departments of the resort on a timely basis.